Electronic Theses and Dissertation

Abstrak abstrak tesis ini diserahkan kepada panitia komisi ujian untuk mendapatkan gelar magister manajemen pada fakultas ekonomi dan bisnis universitas syiah kuala. analisis pengaruh kualitas pelayanan dan kesesuaian harga terhadap keputusan pembelian ulang dengan kepuasan pelanggan sebagai variabel intervening pada pengguna jasa pengiriman barang di kabupaten bireuen oleh: farah humayra 2101202010029 kosentrasi: pemasaran pembimbing utama : dr. a. sakir, s.e., m.m pembimbing pembantu : dr. sofyan., s.e., m.b.a penelitian ini bertujuan untuk menguji pengaruh pengaruh kualitas pelayanan dan kesesuaian harga terhadap keputusan pembelian ulang dengan kepuasan pelanggan sebagai variabel intervening pada pengguna jasa pengiriman barang di kabupaten bireuen. populasi dalam penelitian ini adalah pengguna jasa pengiriman barang di kabupaten bireuen. jumlah sampel yang digunakan adalah sebanyak 310 orang. analisis data dalam penelitian ini menggunakan alat uji structural equation modelling (sem). hasil penelitian menunjukkan bahwa kualitas pelayanan berpengaruh terhadap kepuasan pelanggan, kesesuaian harga berpengaruh terhadap kepuasan pelanggan, kualitas pelayanan berpengaruh terhadap keputusan pembelian ulang, kesesuaian harga berpengaruh terhadap keputusan pembelian ulang dan kepuasan pelanggan berpengaruh terhadap keputusan pembelian ulang. kepuasan pelanggan memediasi secara parsial pengaruh kualitas pelayanan, dan kepuasan pelanggan memediasi secara parsial pengaruh kesesuaian harga. kata kunci : kualitas pelayanan, kesesuaian harga, kepuasan pelanggan, keputusan pembelian ulang

ABSTRACT Abstract of Thesis Submitted to The Examination Committe in partial fulfilment of the requirements for the degree of Master of Management on Economics and Business Faculty of Syiah Kuala University. ANALYSIS OF THE INFLUENCE OF SERVICE QUALITY AND PRICE ADDITION TO REPURCHASE DECISIONS WITH CUSTOMER SATISFACTION AS AN INTERVENING VARIABLE ON DELIVERY SERVICE USERS IN BIREUEN DISTRICT By: FARAH HUMAYRA 2101202010029 Specialization : Dr. A. Sakir, S.E., M.M Co-Supervisor : Dr. Sofyan., S.E., M.B.A This study aims to examine the influence of Service Quality and Price Conformity on Repurchase Decisions with Customer Satisfaction as an intervening variable for service users in Bireuen Regency. The population in this study are users of freight forwarding services in Bireuen Regency. The number of samples used was 310 people. Data analysis in this study used the Structural Equation Modeling (SEM) tool. The results showed that Service Quality had on effect Customer Satisfaction, Price Compliance had on affects Customer Satisfaction, Service Quality had on effect Repurchase Decisions, Price Compliance had on effect Repurchase Decisions and Customer Satisfaction influences had on effect Decisions Customer Satisfaction partially mediates the effect of Service Quality, and Customer Satisfaction partially mediates the Effect of Price Conformity. Keywords: Service Quality, Price Compliance, Customer Satisfaction, Repurchase Decision